What are the responsibilities and job description for the Analytics Lead Voice of Customer position at BEPC Inc. - Business Excellence Professional Consulting?
BEPC INC. is currently hiring for an onsite Analytic Lead VoC in the South San Francisco, CA area!!
3-month contract with possible extensions based on performance and business needs!
Pay : $62.51-$85.99 / HR
The Voice of Customer (VoC) team within Engagement & Experience Design (EED) is seeking an Analytic Lead to join us as a contractor to help accelerate the positive impact of VoC feedback to the business by leveraging VoC data.
The Analytic Lead is a strategic, creative and technically savvy individual with a strong interest in Customer Experience (CX) and using data to create actionable insights. This individual will work with matrixed teams across product, marketing, operations and sales to translate customer feedback into compelling opportunities to craft better customer experiences.
Key Responsibilities :
- Work with the VoC Director to create an operationalized VoC analytic strategy / practice.
- Acquire data from multiple data sources in order to perform analysis and reporting.
- Use advanced analytics to identify and interpret trends / patterns in complex data, in order to provide answers to key business questions, and provide recommendations for action.
- Present and clearly articulate insights / opportunities to internal stakeholders at all levels of the organization, including senior leadership, ensuring stakeholders understand how to interpret and act on VoC feedback.
- Partner with VoC Delivery Managers to ensure analytic needs are being met for their specific lines of business / functional groups.
- Collaborate with other analysts / analytic teams across to serve as a catalyst for the application of VoC feedback and act as a consultant to drive a CX mindset (understanding and application of CX metrics / strategy).
- Create visualizations, dashboards, and reports that effectively communicate insights to executive leadership and other stakeholders.
- Work closely with data engineering / IT to ensure integrity and accessibility of VoC data.
- Monitor the effectiveness of VoC initiatives and identify opportunities for improvement and innovation.
- Keep up to date with industry trends, best practices, VoC analytic technologies and customer insights to ensure our approach remains cutting-edge and produces results.
- Create and maintain text analytics taxonomy (build and maintain topic sets and complete regular text analytics system health checks).
Qualifications / Experience :
Salary : $63 - $86
